Telus Denial of Customer Service (DCS) System

[Senk]

Hi Folks,

  I'm a seriously disgruntled telus customer who is fed up with the Telus DCS system. DCS stands for "Denial of Customer Service". Eight and a half hours on hold over two days trying to find out when the broken wires one kilometer away will get fixed so I can have a phone and internet back. I have talked to Manilla, somewhere in Guatemala, and yesterday in Edmonton and none can tell me anything. Up to 7 main lines (200 customers per line) and 3 poles were damaged and there is still no "outage" reported by Telus on their outage map. Freakin' incompetence and money grubbing. They shut down 3 more Canadian Call centers to show how much they care about real customer service!
Questions:

1. Why does it take hours to be able to report a fault now?

2. Given the outage impact, why has it never shown on the formal Telus outage map?

3.  Why is there not some way to actually contact telus in Canada?  Preferably in the area affected. 

   The run-around offered by offshore "Customer Service" is NOT customer service in any repect.

[TELUS_Support]

We’re sorry to hear about your experience and the frustration caused by the outage and the challenges in reaching support. High call volumes during outages can lead to extended wait times. We’re actively working on improving this, including expanding our team and implementing more efficient self-service options. Outages are updated based on reported faults and diagnostic data. We’ll review why this particular incident wasn’t reflected to prevent future gaps in reporting. While many of our customer service representatives are offshore to provide 24/7 coverage, we strive to maintain high-quality support. We understand how important it is to feel connected to local representatives, and we’re constantly evaluating feedback to improve the process. If you still require assistance, Please send us a private message with your account details so we can escalate your situation.

[Senk]

Hi folks,

Please excuse my frankness but I would ask you to consider that I have heard those blandishments before from Telus - for years.

On one hand Telus makes the statements that you just made but IN PRACTICE actually shuts down call centers in BC.

On one hand Telus wants us to use self serve options to report faults but IN PRACTICE they aren't functioning or don't work if you don't have internet or good cell coverage.

On one hand Telus pretends that us landline users are important but IN PRACTICE it quietly reduces its service response standards from 2 days to a week.

On one hand Telus states that It's important for us to be kind and patient due to the above problems but IN PRACTICE it sets up procedures that duplicate prior procedures (such as repetitive account verification while being transferred within your own system). It also sets up cust serv reps who act solely as gatekeepers and cannot address facts that vary at all. Your company does this at the expense of my time.

It is not unreasonable to want to be able to:

1. report a problem or an outage in a timely fashion.

2. Not waste over eight and a half hours on hold over three days to get a rough estimate of repair. Which I never did get by the way.

Fifty dollars means nothing compared to the time and aggravation your Customer Service structure forces us to deal with. That time was worth over a grand to me in monetary value alone. The life value was much more.

Thanks

Rob Senkpiel